Project Background:

​​Following the initial rollout of cutting-edge smart glasses technology, the company behind the innovative technology recognized the importance of understanding their users’ engagement patterns. The goal was to identify the delighter experiences, features, and capabilities that drove use and retention, as well as to understand the most critical friction points that limited engagement and led to churn.  

Approach:

Talk about building the plane as you fly it… the product had just launched, and our goal was to follow users throughout their crucial first 60 days of use (and the teams needed insights yesterday). 

We recruited participants who had planned on purchasing smart glasses and sent them a new pair on us. We started the research with initial in-depth interviews aimed at understanding the users' motivation behind their purchase decisions and uncovering how they initially heard about smart glasses. 

Next, we conducted an 8-week diary study that tracked users' smart glasses experience from unboxing through their first 60 days of use.  ​​Each week, we closely monitored their usage patterns and delved deeper into specific weekly focus areas through targeted questioning. Concurrently, we collaborated closely with product teams, ensuring our research addressed their teams' questions. To keep everyone in the loop and facilitate swift decision-making, we delivered bi-weekly topline reports packed with actionable insights.

Lastly, we followed up with exit interviews to gain a comprehensive understanding of users' overall experiences with the product and pinpoint the factors most influencing their engagement patterns.

Insights and Impact:

Our efforts yielded 5 distinct user profiles that neatly categorized the users' journey of engagement based on use case. In our full report, we honed in on the most impactful use cases, shedding light on the factors that drive continued engagement and/or churn. Additionally, we created an infographic journey map that visualized these 5 profiles during their first 60 days, highlighting delighter experiences and friction points. Overall, our research provided teams with actionable insights that supported them in making informed decisions that ultimately enhanced the product's value proposition and user experience.

To follow up on this research study, we checked in with users at the six-month mark to learn more about the features and experiences that supported continued engagement and the factors that led to churn.

The second generation of smart glasses was well received and led to positive reviews such as the one below:

“The new name for **** camera-packed smart glasses might be a mouthful, but the rebrand introduces upgrades that make the second-generation model better than the original in pretty much every way.”